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Ag Marketing and Sales > Exam2 > Flashcards

Exam2 Flashcards

1
Q

Why is Prospecting necessary?

A
  1. Replace lost customers

2. To increases business

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2
Q

Name two goals dealing with market growth and define each.

A
  1. Penetration - increasing the percentage of total customers
  2. concentration - increasing the percentage of a customers business
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3
Q

List the eight steps of the selling process.

A
  1. Prioritize prospects
  2. Develop selling strategy and call plans
  3. Build relationships
  4. Uncover account needs, opportunities, and values
  5. Present a solution or “value bundle”
  6. Answer question and overcome objections
  7. Close the sale
  8. Follow up to ensure satisfaction
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4
Q

Define segmenting.

A

Grouping people by like characteristics

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5
Q

What is a prospect priority index?

A

A system to rank prospects

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6
Q

When does prospecting end?

A

When you retire

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7
Q

What is key account?

A

A customer deemed to be of great importance to your company

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8
Q

List the eight basic steps in an account strategy.

A
  1. Collect information about the account’s history
  2. Learn the account’s business needs and goals
  3. Set account goals
  4. Describe how to use your support resources
  5. Present a value bundle that meets account goals
  6. Implement the plan
  7. Measure satisfaction
  8. Revise account goals
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9
Q

List the six steps of the customers buying cycle.

A
  1. Awareness of need
  2. Evaluation of alternatives
  3. Decision on products or services
  4. Product / service use
  5. Evaluation of results
  6. Select future action
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10
Q

List the six steps of the selling cycle.

A
  1. Learn about the customers needs
  2. Present benefits of your value bundle
  3. Ask for the sale
  4. Support use of the product/service
  5. Evaluate customer satisfaction
  6. Ask for continued business or readjust offer
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11
Q

List 4 things a salesperson’s value bundle must do.

A
  1. Meet customers business needs
  2. Differentiates you from the competitor
  3. Be profitable
  4. Help achieve your territory goals
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12
Q

Define a satisfied customer

A

A customer whose expectations have been met or exceeded

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13
Q

What are the 5 steps for planning and conducting a sales call?

A
  1. Set objectives
  2. Plan call flows
  3. Describe desired result
  4. Evaluate progress and adjust strategy
  5. Follow-up
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14
Q

What is the foundation for every successful sales call?

A

Relationship with the customer

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15
Q

What 5 things must be done to open a call successfully?

A
  1. Create a positive impression
  2. Get the prospects attention
  3. Arouse interest
  4. Build rapport
  5. Bridge to a discussion of needs
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16
Q

What is the biggest single factor that determines the nature of how each call is opened?

A

The relationship

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17
Q

What three adjustments must a salesperson make to create a positive impression and build a relationship with a customer?

A
  1. Meet Relationship expectations
  2. Meet cultural norms
  3. Meet personal behavior norms
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18
Q

List 5 non-verbal signals that impact your relationship with a customer.

A
  1. How you arrive
  2. How you look
  3. How you greet the customer
  4. How you talk
  5. How you act
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19
Q

List 2 reasons that it is important to park “in the back.”

A
  1. Not take a customers parking spot

2. Get organized before a customer sees you

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20
Q

List 2 important rules to follow when conversing with a customer of prospect.

A
  1. Keep comments positive

2. Never Gossip

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21
Q

In establishing the right impression, what are 5 concerns about clothes?

A
  1. Be clean
  2. Fit well
  3. In style
  4. Fit occasion
  5. Right shoes
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22
Q

List 3 rules when shaking hands.

A
  1. Firm
  2. Web to web
  3. Be sensitive to those who do not want to shakes hands
23
Q

List the 4 types of communication styles discussed in class.

A
  1. Controlling
  2. Advocating
  3. Analytical
  4. Facilitating
24
Q

Define probing.

A

Activities used to uncover customer needs, values (solutions), and expectations

25
Q

When visiting with a prospect what 6 areas should be probed?

A
  1. How buying decisions are made
  2. Business/production goals
  3. Business/production practices
  4. Expectations
  5. Current loyalties
  6. Unmet needs and expectations
26
Q

List the four types of questions to use when probing.

A
  1. Closed questions
  2. Open Questions
  3. Confirming or clarifying
  4. Commitment questions that move the call forward and to the sale
27
Q

What 4 aspects of the buying decision should the sales person uncover?

A
  1. Who makes the buying decision
  2. Who influences the decision
  3. How fast a decision is made
  4. What does the customer consider
28
Q

When building a question flow, what 4 subjects must be covered?

A
  1. Situation
  2. Problem
  3. Implication
  4. Need pay off
29
Q

Define Prospecting.

A

Process of identifying and obtaining new customers.

30
Q

List 5 common reasons salespeople don’t listen well.

A
  1. Bored
  2. Don’t care about the speaker or his/her opinions
  3. Think they already know what the customer is telling them
  4. Can’t focus for very long
  5. Thinking the next thing they want to say
31
Q

What 3 types of information must a sales person listen for?

A
  1. Facts (words)
  2. Feelings (emotions)
  3. Non-verbal cues (body language)
32
Q

A good presentation requires understanding a customer’s:

A
  1. Business needs
  2. Personal needs
  3. Communications style
  4. Type buyer
33
Q

During the presentation what 4 things do you want to accomplish?

A
  1. Build rapport
  2. Make selling points
  3. Create understanding
  4. Get agreement
34
Q

Why is it important to keep a customer involved in the presentation?

A
  1. Reinforces that the decision is theirs
  2. Reinforces the sale as a problem solving process
  3. Allow objections and misunderstanding to be uncovered
35
Q

What 4 things do you want to convince the customer the value package does?

A
  1. Solves problems
  2. Meets needs
  3. Satisfies wants
  4. Improves profits
36
Q

Give an example of translating features Features into Benefits.

A

Because of (this feature) you will be able to (advantage) which means (you gain this benefit)

37
Q

Why should the FAB Approach be used?

A
  1. Answer questions
  2. Inform
  3. Overcome Objections
38
Q

What steps should be used when using the FAB?

A
  1. Present feature
  2. Present advantage
  3. Present benefit
  4. Obtain agreement
  5. Go to next FAB or close
39
Q

Resistance offers what 3 opportunities?

A
  1. Answer a need or question
  2. Provide more information
  3. Provide more reasons to buy
40
Q

Define active resistance.

A

Vocalized objections and reasons not to buy.

41
Q

When should you quit the sale?

A

When you have honestly uncovered all the needs and your value package is not good enough.

42
Q

What are 5 general rules for handling objections?

A
  1. Handle when it comes up
  2. Always accept as valid
  3. Be tactful
  4. Avoid arguments
  5. Know when to quit
43
Q

List the 4 steps of handling most objections.

A
  1. Listen
  2. Restate
  3. Ask for more information
  4. Handle the objection
44
Q

List 6 techniques for handling objections.

A
  1. Use feel felt found
  2. Find out what caused the objection
  3. Turn the objection into a selling point
  4. Counter with a question
  5. Agree when appropriate
  6. Deny the objection when appropriate
45
Q

What is the close?

A

When the call objective is accepted of rejected.

46
Q

What are the 3 guidelines that should always be followed when closing a sale.

A
  1. Show confidence
  2. Be assertive
  3. Always ask for a commitment
47
Q

When is it time to close a sale?

A

When the customer is willing.

48
Q

What is a trial close?

A
  1. A question midway through the presentation to determine where the prospect is in the buying process
  2. A suitable invitation to buy
49
Q

What is the major Don’t of selling?

A

Apologizing into a close

50
Q

List the 5 commonly used techniques to close a sale/

A
  1. The direct close
  2. The summary close
  3. The choice close
  4. The assume close
  5. The special feature close
51
Q

After a successful close, what three things should a salesperson immediately do?

A
  1. Reinforce the buyers decision
  2. Manage expectations
  3. Make sure the next step is clear
52
Q

What are the two choices in the choice close?

A

Buying and buying

53
Q

How is customer satisfaction achieved?

A

Provided a value bundle that meets the customers expectations at a fair price.

54
Q

What are the 8 steps to the Planning and Strategy process?

A
  1. Mission/vision
  2. Situation analysis
  3. SWOT
  4. Marketing objectives
  5. Segment, target, focus
  6. Market mix strategies
  7. Action plans
  8. Measure results

Ag Marketing and Sales (2 decks)

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